PAService Delivery Lead

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds largest companies to small and midmarket firms rely on SS&C for expertise scale and technology.

Job Description

Title: Service Delivery Lead

Location: Australia Preferably Melbourne Hybrid

Job Description

Get To Know Us:

SS&C GIDS provides information processing and computer software services and products. The Companys operating segments include financial markets customer management professional services and output solutions. SS&C GIDS serves the alternative investments asset and wealth management banking and lending insurance and real estate industries.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance & Salary Continuance
• Work/Life Balance: Generous Bereavement & Compassionate leave
• Your Wellbeing: Private Health Insurance discount Primary & Secondary Paid Parental leave Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming Celebrating and Thriving on Diversity
• Training: HandsOn TeamCustomized including SS&C University
• Extra Perks: Discounts on fitness clubs travel and more!

What You Will Get To Do:

The Service Delivery Lead is responsible for ensuring a top tier customer experience for all SS&C Managed Service Platform (MSP) customers. It is a pivotal role in aligning services with client needs ensuring service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and costefficient manner. They will facilitate most communication between customers application support production support delivery architecture CRM/accounts and the technology & DevOps teams. Additionally they either lead or assist in the deployment of technical projects.

• Provide White Glove (top tier) service to MSP customers throughout their lifecycle from onboarding all the way through to BAU operations.
• Serve as primary point of contact for customers and stakeholders. This SPOC role streamlines communication eliminates confusion and fosters a strong collaborative relationship.
• Champion customer requirements through support delivery architecture and our technology & DevOps organizations.
• Balance advocacy of MSP customer needs with SS&Cs business objectives.
• Lead endtoend project management efforts for MSP and Technology workstreams on large customer programs ensuring workstream objectives are met and stakeholders are aligned.
• Track and facilitate resolution on all MSP customer related issues.
• Influence prioritization of incident resolution release deployment and new client onboarding projects.
• Manage and resolve all manner of reactive issues that may occur.
• Provide comprehensive service management reports including detailed service level performance reporting.
• Takes charge of monitoring and meeting SLA commitments instilling confidence in the client that their expectations will consistently be met or exceeded.
• Facilitate service management reviews and other governance meetings with the customer stakeholders as specified in their contract.

What You Will Bring:

• Minimum 5 years of experience Project management experience leading medium to high complexity infrastructure IT systems integration projects.
• Proven experience working in an IT customer service delivery role under a managed service framework.
• Sound technical understanding/working knowledge of cloud infrastructure & CI/CD technologies.
• Demonstrated ability to collaborate crossfunctionally with teams in a fastmoving and dynamic business environment.
• Deep understanding of service management principles frameworks and best practices to ensure the efficient and effective delivery of services. This includes incident management problem management change management and service level management.
• PMP ITIL Software development and Agile experiences a plus.
• Possess superbleadershipandinterpersonal skills and who are passionate about delivering endtoend customerdriven solutions.

• Strong customerfacing experience in an IT/MSP service delivery environment.
• Experience managing complex and challenging relationships with internal/external customers.
• Excellent communication (grammatically and technically) and analytical skills.
• A good team player ambitious and eager to excel and grow while maintaining high ethical standards and respect for his/her colleagues.
• Capability to work well within a globally distributed network of colleagues to solve problems quickly.
• Ability to think critically and make decisions quickly to address servicerelated challenges.
• Ability to manage multiple engagements with various teams.
• Ability to bring structure to problems effectively and drive to practical solutions.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. Its important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable to further explore this opportunity please apply directly with us through our Careers page on our corporate website @ explicitly requested or approached by SS&C Technologies Inc. or any of its affiliated companies the company will not accept unsolicited resumes from headhunters recruitment agencies or feebased recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race color religious creed gender age marital status sexual orientation national origin disability veteran status or any other classification protected by applicable discrimination laws.